The Customer Relationship Management, is always thought to be something not reachable to small and medium organisations.  SMEs, or better called as Growing organisations, refuses to use CRM strategies mainly because of the less clarity towards this subject. 

CRM is basically a strategy which can be used regardless of the organisation’s size / Employee’s numbers  / Sales figures etc.,  To manage a growing business effectively, one organisation requires a clear vision in to their entire business process.  Unless and until , the owners  / stake holders of Growing companies have a clear vision on their activities, its hard for them to achieve their goal.  

Small organisations are the best bet for a clear CRM strategy, because of its small size, ease in quantifying the figures ,  flexibility in managing the process etc., etc.,   Unfortunately, when the small organisations grow slowly to a medium or large organisations, it becomes impossible to implement effective strategy which can sustain the complexity of business.

What small organisations should do to implement a successful CRM in their organistion :

1.       Define a small step goal towards CRM.

a.       Go step by step, which will help you to develop a fool proof system as well as decrease your expenditure on the new process.

b.      Set your vision  , say for eg: to increase the Customer satisfaction ratio.  Increase sales turnover, increase lead conversion ratio, etc.,

c.       Determine ways in which  you can achieve those goals.

d.      Use a good automation tool, which can help you to manage your business process easily and effectively.

e.      Review your strategy every 3 month ( minimum), and understand if you are going in right direction

f.        Increase the efficiency or improve the process according to your regular review report.

2.       Start Automating the process of Customer touch points

a.       Front line Sales staff are always the link between the organisation and the customers. If you could start your monitoring and managing from the sales force you will get good quality insight.

3.       Try to start with a  simple self help website which will help your customers to get connected to your customer support department.  This will also help the organisation to eliminate unproductive time spend on general queries of customers.